Afrihost Business Uncapped Feedback

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savage said:
We've been through this. I've paid for a service. Deliver that service, or give me back my money.
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Paying for a service doesn't entitle you to go on a tirade when things go pear shaped. There's a difference between expressing dissatisfaction and being abusive. It really got too much. I mean, you were even alluding to AH being a bunch of amateurs and purporting to know their own network better than them.

Gatecrasher said:
When you have been happy with a service for a considerable period and then it goes pear shaped, the mature thing to do is not to leave. The mature thing is to find a solution and attempt to resolve the issues in a forum like this (or via support or facebook or twitter) so that you can return to your previous happy state. Moving onto another service provider and taking a leap into the unknown is not such a trivial matter.
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Berating the reps when you've been told the problem and the plan to address that problem a countless amount of times is most definitely not a mature response. If you can't live with it and they tell you that there's little else they can do then do the mature thing and find a new home for your Interwebs. Even if temporarily.
 
efitol said:
Berating the reps when you've been told the problem and the plan to address that problem a countless amount of times is most definitely not a mature response. If you can't live with it and they tell you that there's little else they can do then do the mature thing and find a new home for your Interwebs. Even if temporarily.
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No. The forum reps were not answering the questions that were posed. The IPC issue itself was not the meat of it. There were many other questions surrounding that issue. They were side-stepping those questions. And they did that repeatedly. Providing doublespeak and platitudes in the place of answers. And the few answers they did provide were highly implausible. Such as... doubling the caps of uncapped clients will not have any impact on the network. Well, I ask you! Are people really expected to swallow that?
 
Gatecrasher said:
No. The forum reps were not answering the questions that were posed. The IPC issue itself was not the meat of it. There were many other questions surrounding that issue. They were side-stepping those questions. And they did that repeatedly. Providing doublespeak and platitudes in the place of answers. And the few answers they did provide were highly implausible. Such as... doubling the caps of uncapped clients will not have any impact on the network. Well, I ask you! Are people really expected to swallow that?
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And if you feel like you're being side stepped then no one will think less of you if you cancel your account and tell the world how crappy your experience was. Immature tirades are not par for the course though.
 
efitol said:
Paying for a service doesn't entitle you to go on a tirade when things go pear shaped. There's a difference between expressing dissatisfaction and being abusive. It really got too much. I mean, you were even alluding to AH being a bunch of amateurs and purporting to know their own network better than them.


Berating the reps when you've been told the problem and the plan to address that problem a countless amount of times is most definitely not a mature response. If you can't live with it and they tell you that there's little else they can do then do the mature thing and find a new home for your Interwebs. Even if temporarily.
Click to expand...

Doesn't solve the real and current problems we are experiencing, does it???? Still are being charged for a "guaranteed unshaped" service, that is clearly not as advertised. Also, does not live up to the description " you will always get your maximum line speed" given by the supplier, nor does it work as advertised either. Stop harping on about how someone has reacted, and focus on the failure to deliver what was paid for.

The correct thing to do as a supllier is to give your client something as a show of good faith for their understanding and patience in this difficult time - this has not happened... in fact, quite the opposite. What happens if the IPC isn't delivered on the date provided??? Is the client AGAIN expected to foot the bill while the supplier gets their act in gear? Is it really the concern of the end-user/client if the supplier cannot deliver because of poor management and planning on the suppliers part? NO, it is not...

The facts are quite simple, and we know why things are the way they are at the moment, IPC shortage. Once again, what is angering most of us, is that if you only have a small cake, with limited number of slices, then it is ludicrous to expect those that have bought the cake, to share with others (thus, getting a smaller slice), all the while the "baker" is now being paid by all the new "guests" too. Must be nice to live in a world where you have so much money to afford more expensive, NON-best-effort-service products, innit? Most of us that work for ourselves cannot :(
 
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efitol said:
And if you feel like you're being side stepped then no one will think less of you if you cancel your account and tell the world how crappy your experience was. Immature tirades are not par for the course though.
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You can repeat the word "tirade" as much as you like, but that does not make it so. Those were a bunch of very good questions that were unanswered and remain unanswered.
 
savage said:
We've been through this. I've paid for a service. Deliver that service, or give me back my money.
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Are you an Afrihost client? If so, please update when they cancel your accounts and tell you to get stuffed. LOL
 
ambroseg1 said:
Are you an Afrihost client? If so, please update when they cancel your accounts and tell you to get stuffed. LOL
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I suppose that all depends on if there's a claim of abuse... apparently, demanding answers to very valid questions, being persistent and insistent, equates to abuse.

Holy crap... I really have to go re-learn and study the English language... seems I don't have a clue what WORDS actually mean.
 
efitol said:
It really got too much. I mean, you were even alluding to AH being a bunch of amateurs and purporting to know their own network better than them.
Click to expand...

Quote please? I've never purported to know their own network better than them. I've given suggestions on possible alternative methods that they COULD HAVE explored given my understanding of how IPC, ADSL, and the general equipment works (as I am in the industry myself), but they choose not to (whatever the excuse was) - there's a VAST difference between the two. They should have addressed something like this months ago as well, as doing anything now < 48hrs untill new IPC capacity is due to come online, is obviously pointless. The point I made, was that whilst Afrihost is (even today still) ademant that there's NOTHING that they can do except wait for Telkom, the reality is that there are LOTS of things that they could have done. Whether they did or did not do it, is irrelavent. Don't LIE to me and tell me that there's 'nothing' we can do to solve a problem. There's PLENTY that could have been done, -always-...

In terms of being a bunch of amateurs... They is how Afrihost is acting. There is NO excuse for bad customer service, there is NO excuse for taking MONTHS to respond to tickets, there is NO excuse for waiting 20+ minutes to answer a telephone... Hell, there's NO excuse for not even knowing your own postal address, or intentionally lieing about it. And I can go on with this list... When Afrihost act's like a responsible entity, they will be dealt with as a responsible entity... How do they say, if you act like a child...


efitol said:
Berating the reps when you've been told the problem and the plan to address that problem a countless amount of times is most definitely not a mature response. If you can't live with it and they tell you that there's little else they can do then do the mature thing and find a new home for your Interwebs. Even if temporarily.
Click to expand...

I'm sorry, but waiting for IPC access to come online, only addresses a FRACTION of the issues that is being raised here. What about the rest? Do we just magically forget everything as soon as the new capacity is online? Do we as customers, just magically forget the THOUSANDS of rands Afrihost took from us, for which we have gotten pretty much nothing in return? Do we just forget all the issues and hapilly move on to better days?

Damn, I know they say forgive and forget - but you AT THE VERY LEAST, need to ASK for forgiveness first. Given what conspired today, I'm not sure that I'm ready to forgive either truth be told.
 
cortexenslaver said:
Doesn't solve the real and current problems we are experiencing, does it???? Still are being charged for a "guaranteed unshaped" service, that is clearly not as advertised. Also, does not live up to the description " you will always get your maximum line speed" given by the supplier, nor does it work as advertised either. Stop harping on about how someone has reacted, and focus on the failure to deliver what was paid for.

The correct thing to do as a supllier is to give your client something as a show of good faith for their understanding and patience in this difficult time - this has not happened... in fact, quite the opposite. What happens if the IPC isn't delivered on the date provided??? Is the client AGAIN expected to foot the bill while the supplier gets their act in gear? Is it really the concern of the end-user/client if the supplier cannot deliver because of poor management and planning on the suppliers part? NO, it is not...

The facts are quite simple, and we know why things are the way they are at the moment, IPC shortage. Once again, what is angering most of us, is that if you only have a small cake, with limited number of slices, then it is ludicrous to expect those that have bought the cake, to share with others (thus, getting a smaller slice), all the while the "baker" is now being paid by all the new "guests" too. Must be nice to live in a world where you have so much money to afford more expensive, NON-best-effort-service products, innit? Most of us that work for ourselves cannot :(
Click to expand...

Look, to me if you stay with a service that you're not happy with when you have a countless amount of alternatives means you're a sucker for punishment but that's besides the point. The point is, if you're going to be abusive and immature then your cause will be lost.
 
efitol said:
Look, to me if you stay with a service that you're not happy with when you have a countless amount of alternatives means you're a sucker for punishment but that's besides the point. The point is, if you're going to be abusive and immature then your cause will be lost.
Click to expand...

You should take your own advice, this will be my last post aimed at you.
 
savage said:
Quote please? I've never purported to know their own network better than them. I've given suggestions on possible alternative methods that they COULD HAVE explored given my understanding of how IPC, ADSL, and the general equipment works (as I am in the industry myself), but they choose not to (whatever the excuse was) - there's a VAST difference between the two. They should have addressed something like this months ago as well, as doing anything now < 48hrs untill new IPC capacity is due to come online, is obviously pointless. The point I made, was that whilst Afrihost is (even today still) ademant that there's NOTHING that they can do except wait for Telkom, the reality is that there are LOTS of things that they could have done. Whether they did or did not do it, is irrelavent. Don't LIE to me and tell me that there's 'nothing' we can do to solve a problem. There's PLENTY that could have been done, -always-...

In terms of being a bunch of amateurs... They is how Afrihost is acting. There is NO excuse for bad customer service, there is NO excuse for taking MONTHS to respond to tickets, there is NO excuse for waiting 20+ minutes to answer a telephone... Hell, there's NO excuse for not even knowing your own postal address, or intentionally lieing about it. And I can go on with this list... When Afrihost act's like a responsible entity, they will be dealt with as a responsible entity... How do they say, if you act like a child...




I'm sorry, but waiting for IPC access to come online, only addresses a FRACTION of the issues that is being raised here. What about the rest? Do we just magically forget everything as soon as the new capacity is online? Do we as customers, just magically forget the THOUSANDS of rands Afrihost took from us, for which we have gotten pretty much nothing in return? Do we just forget all the issues and hapilly move on to better days?

Damn, I know they say forgive and forget - but you AT THE VERY LEAST, need to ASK for forgiveness first. Given what conspired today, I'm not sure that I'm ready to forgive either truth be told.
Click to expand...

Once again you are free to express your dissatisfaction but your cause will gain the greatest traction if your approach is mature. Calling people that you want help from amateurs will not get you anywhere.
 
The only solution to this mess is for the IPC to go live. Finish and klaar. However, there must be SLA agreements in place to prevent these issues from happening in the first place. We have heard that the fault is with Telkom and will be sorted by the 10th.

There isn't much the afro reps can do, they're basically here to weather the storm. I do think that business clients should get some money back, because hey capped clients got double data and mystery bonuses. And business clients gets a lump of coal each.
 
Bonk said:
The only solution to this mess is for the IPC to go live. Finish and klaar. However, there must be SLA agreements in place to prevent these issues from happening in the first place. We have heard that the fault is with Telkom and will be sorted by the 10th.

There isn't much the afro reps can do, they're basically here to weather the storm. I do think that business clients should get some money back, because hey capped clients got double data and mystery bonuses. And business clients gets a lump of coal each.
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They can cancel your account for complaining.
 
jeanres said:
They can cancel your account for complaining.
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Then I will just move to a new ISP. The point is senior management from all parties involved in this fiasco, Afrihost, MTN and Telkom needs to come out and somehow compensate for loss of business that some may have experienced because of this mess. It doesn't who is right or wrong. The fact is the consumer got the short end of the stick in this debacle.
 
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